[Resolved]  Whirlpool India Washing Machine — LACK OF RESPONSE AND DISSATISFACTORY SERVICE

Address:

Mumbai City, Maharashtra

SUBJECT: LACK OF RESPONSE AND DISSATISFACTORY SERVICE

Re: Washing Machine WPL White magic FSAN652GB[protected]



The above mentioned product was purchased on 23/08/2008 .

- The machine stopped working and complaint was registered following which an engineer-Deepak Tiwari visited on 17/09/2010 and informed that PCB needs to be changed;

- PCB changed by the above mentioned engineer on 23/09/2010 . Cost incurred = ` 3500 (cost of the part) + ` 285 (visiting cost).

- Machine again stopped working on 03/10/2010 and a complaint was registered on 05/10/2010 . The complaint was again allocated to Deepak Tiwari and a visit was requested at the earliest. However the engineer couldn’t visit on planned date, i.e. 07/10/2010 , which was thereafter postponed to 10/10/2010 and further to 11/10/2010 . All this while I kept waiting for someone to attend to the complaint and spoke to Sheetal, followed by calls to Eliza on 11/10/2010 at[protected] and 66750338. When I raised the issue of the faulty spares, lack of timely service and the repeated visiting costs, Eliza assured me that I would receive a call within an hour and the complaint would be resolved.

- Despite my repeated attempts to contact someone at[protected] and 66750338 again today to seek the resolution of the complaint no one has so far answered the phone. Spoke to someone at the contact centre again today and given the same reply without any commitment. Also, when I finally managed to speak to Deepak Tiwari, Service engineer on 12/10/2010, he advised that the PCBs are out of stock and the one he was going to connect in my machine has already been used.

I am extremely perturbed and annoyed at the lack of responsiveness and service delivery at your end. It seems that the spare parts Whirlpool is now using in the machines are unreliable and faulty (quite evident from the fact that when the PCB was changed about a fortnight back by the engineer, one out of the two PCBs brought by him conked off !! just after initiating the connection).

Also, there seems to be more stress on getting customers to take up the AMC rather than addressing the complaints. It’s ridiculous to incur a cost of ` 3785 on getting one part changed for a machine that costs only 5 times!! more so, when the machine again stops working within 10 days of rectifying the problem.

It's been 10 days and I fail to don’t understand the reason why the complaint has not been attended to so far.

The apathy towards the customer is totally uncalled for in the context mentioned.



Still hoping to receive a response and resolution.